In our book “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” Gladys is the name my coauthor and I use for a challenging customer who persistently points out those things that aren’t working for her. She doesn’t stand down or quietly go away when dissatisfied.
The upside? When you take the time to listen to Gladys, you learn about problems that, when properly resolved, can make things better for all of your customers. And when you take care of her, Gladys can become your most vocal advocate.? The downside? If you don’t take care of her needs, Gladys can be very vocal in sharing her displeasure.
In the wired world we live in, the well-worn statistic that one unhappy customer will tell ten other people about their negative experience simply doesn’t apply anymore. In less than a week, an unhappy customer of United Airline, musician David Carroll shared his negative experience with over 2 million people who viewed the viral music video, a
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